CA Oblicore Guarantee for Managed Service Providers

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1 PRODUCT SHEET CA Oblicore Guarantee for Managed Service Providers CA Oblicore Guarantee for Managed Service Providers Value proposition CA Oblicore Guarantee is designed to automate, activate and accelerate the management, monitoring, and reporting of service level agreements (SLAs) and service delivery for service providers. Its unique top-down approach, starting with business-relevant service descriptions and measurements, enhances your ability to define service metrics, establish contractual obligations and performance targets in real-time, take action based on this performance, and collaboratively report performance to both service provider and the customer. Market challenge Managed Service Providers (MSPs) face a unique challenge. On a periodic basis (weekly, monthly, quarterly), they produce service level reports for the obligations that they have in place with each of their customers; however, Service Level Managers typically have only operational tools (network monitoring solutions, application monitoring solutions, helpdesk systems, etc.) at their disposal. These operations-only approaches provide an unbalanced view of service level reporting. In many cases reporting tools might be able to accurately indicate whether the solution is up or down but cannot measure the obligation itself. This bottoms-up approach requires expensive manual reporting and doesn t address service performance from a business perspective. As a result, Service Level Managers are forced to manually aggregate information from these disparate operational systems, compare it manually with the performance objectives for each customer, and compose service level reports to distribute to said customers. The net result is a Service Level Management process that is manually driven, reactive, late, and potentially combative. What you need is a solution that correlates the data from these tools and aggregates the data behind them and takes a top-down approach to service level agreements. CA Oblicore Guarantee is designed to provide exactly that. As a result you are better able to: Reduce cost and increase productivity surrounding Service Level Management Improve customer acquisition, satisfaction, and retention

2 Improve corporate governance and reduce business risk Understand the cost implications of service level agreements in real time for penalties, credits and ongoing performance Product overview CA Oblicore Guarantee offers a comprehensive, scalable platform that helps you to manage your customers service level obligations. Whether you re ready to implement service level management for the first time, or replacing a customized reporting solution, CA Technologies has powerful out-of-the-box functionality to help get you up and running quickly. CA Oblicore Guarantee s unique infrastructure-agnostic approach is designed to enable you to monitor and report service performance utilizing the infrastructure components (e.g., hardware, applications, network monitoring tools) that you already have in place, regardless of the vendor. Its adapters can sit on top of existing data sources and the new Adapter Wizard employs an intuitive drag-and-drop interface that is designed to allow users to visually map input fields to their output fields. As a result, you can get up and running rapidly with no change to underlying data sources or systems. Figure 1 CA Oblicore Guarantee s Aggregation and Correlation Engine CA Oblicore Guarantee ACE is designed to enable you to monitor actual performance against contractual obligations. 02

3 CA Oblicore Guarantee s ACE is designed to enable you to monitor actual performance against contractual obligations and removes the need to manually collect data for service level reporting. Benefits At the core of your business are the obligations that you make to your customers. And that is why many of the world s largest companies and organizations have chosen CA Oblicore Guarantee. Its proven scalability facilitates true enterprise-wide Service Level Management and its focus on standards helps reduce the total cost of ownership. The service level management solution helps structure complex and multilevel SLAs that help to accurately measure even the most challenging operating environments. Key CA Oblicore Guarantee business benefits include: AUTOMATE: SERVICE LEVEL MANAGEMENT, MONITORING & REPORTING CA Oblicore Guarantee provides automated, real-time reporting to help you manage and improve service performance by creating accountability to the services provided. It aligns service performance to contracted obligations, and helps establish a collaborative environment for monitoring and reporting service performance. By enhancing your ability to define service metrics and establish contractual obligations with performance targets, CA Oblicore Guarantee helps you enhance your service delivery productivity. It monitors service performance against these targets in real time and allows you take proactive action based on visibility into the performance of your services. Automatic performance reporting builds an open dialogue with a common lexicon between the service provider and the service consumer and will help to improve the customer retention of your business. Figure 2 CA Oblicore Guarantee SLM process CA Oblicore Guarantee supports all aspects of the Service Level Management Process. 03

4 With the capability to manage combinations of outside suppliers, enterprise services, internal business units and external customers, CA Oblicore Guarantee gives you the ability to model your service delivery chain. CA Oblicore Guarantee s unique aggregation and correlation engine is designed to help you monitor actual performance against contractual obligations, and supports a comprehensive, top-down approach that correlates information from multiple data sources into a single service level performance indicator. Success for Managed Service Providers. CA Technologies has close relationships with leading global and regional partners to provide consulting, technology, and hardware services to help drive customer success. SERVICE LEVEL ANALYTICS Business impact analysis enables you to more accurately predict where service levels will underperform, how much it is likely to cost and what the likely cause is so you can take corrective actions and avoid the service breach. Drill down capabilities and root cause analysis enable you to more rapidly identify and rectify problems causing service violations. SERVICE LEVEL REPORTING CA Oblicore Guarantee enables companies to fully automate their service level reporting. The solution enables companies to rapidly generate monthly reports and drastically reduces the effort needed to create them. In addition, ad-hoc reports enable ongoing analysis of your infrastructure and service level performance. Service delivery dashboards utilize graphical widgets to provide you both a real-time view of service obligations and the predicted, contractual view of these obligations. Real-time alerts provide up to the minute information about contract performance and breaches. They give timely notification to reversible and irreversible service delivery violations. CONTRACT MANAGEMENT Out-of-the-box pre-defined content delivers ITIL V3 based services, metrics, and business logic to simplify the creation and implementation of SLAs. Contract templates enable you to more rapidly define contracts for governing service delivery. Workflow capabilities enable you to better establish approval workflows for contracts and performance agreements. Contract sections allow you to capture and model contracts in the application and to manage the assignment of duties to separate individuals. Life-Cycle capabilities for SLA contracts enable rapid changes but version control protects the audit trail. SERVICE DELIVERY NAVIGATOR enables you to visualize the top-down relationships between business services and underlying infrastructure across the end-to-end service delivery chain. This allows you to take faster action on underperforming services, conduct root cause analysis and report on service level metrics across geographies, service dimensions, customers and infrastructure elements. SERVICE DELIVERY CONFIGURATION MANAGEMENT allows you to map infrastructure and inherit or add additional infrastructure attributes such as location, cost, and usage. This enriched data set is used to link services to underlying infrastructure and to improve root cause analysis and business impact analysis. It functions either as a stand-alone resource repository or can be linked to external CMDBs via certified integration. 04

5 Delivery approach CA Oblicore Guarantee is a comprehensive tool for running IT as a business and delivering IT and business services that help meet the service level management needs of your business. Why CA Technologies CA Oblicore Guarantee is a key component of CA Service Level and Catalog Management which also includes CA Service Catalog and CA Service Accounting. When combined with other CA Service Management products such as CA Service Desk Manager, CA CMDB and CA IT Asset Manager, you can build and customize a comprehensive services-oriented system with a business-centric view. To learn more about CA Oblicore Guarantee and how you can benefit from the comprehensive solution and rapid time-to-value, visit ca.com/oblicore. Copyright 2010 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised in advance of the possibility of such damages

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